Giving FEEDBACK

| Liz Kislik

Why put yourself through the agony of giving performance feedback when 1) the problem really isn’t very bad, 2) she’s probably not going to change anyway,

3 Ways E-learning Pays

| MCM staff

Once thought to be too expensive for the call center, e-learning is hot. Through the Web, E-learning allows your customer service reps to brush up on customer service skills or training between calls and shifts. This is the first in a three-part series on the value of e-learning.

5 Steps to Disaster-Proofing your Contact Center

| Gary A. Pudles

Contact centers have become the arteries of organizations, enabling customer care, retention, inbound and outbound sales, fundraising and donations, and direct response. So before a disaster threatens or strikes, take effective measures to protect your centers and the services they provide.

Making Screen Pops Pop

| Kathryn Jackson

Screen pops are basically any technology, including interactive voice response (IVR), automatic number identification (ANI), or computer telephony integration (CTI), that presents corresponding data

Home Is Where the Rep Is

| Jeff Schmitt

You’ve heard time and again how consumers have more choices now than ever and have access to more information than ever. Technologies such as the Internet

Calculating the High Cost of Employee Turnover

| Kathryn Jackson

What does it cost you every time you lose a valued employee? Have you considered all the factors (hard dollars, soft dollars, direct costs, indirect costs) you should include? If you haven’t, then it will be very difficult to assess which retention strategies will be profitable for you.